A Fortune 100 health plan faced overwhelming volumes of handwritten Medicare enrollment forms, with over 78 percent submitted by mail or fax, creating delays worsened by remote work during COVID-19. Conduent deployed an advanced automation solution integrating OCR, ICR, ADR, and machine learning, achieving 80 percent field-level automation compared to the industry average of 35–40 percent. The system delivered a 99.3 percent recognition rate, cut manual data entry in half, boosted processing speed 15-fold, and reduced staffing needs by 65 percent. Training time dropped from two months to two weeks, streamlining open enrollment while lowering costs.

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